IT Support Analyst
About The Position
Bancroft is seeking an IT Support Analyst to join its Corporate team. The position is based in Cherry Hill, New Jersey, and is hybrid: three days in the office and two days remote after a 90-day probationary period. The stated schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. The salary is $22.59–$25.58 per hour. The IT Support Analyst provides organization-wide support, problem analysis and resolution, consultation, and training for systems users. The role troubleshoots software, operating systems, and hardware; performs routine maintenance; supports efficient use of systems; and assists with systems planning and implementation of business solutions. It also documents and tracks user requests from intake through resolution. Bancroft is a nonprofit human services organization serving children and adults with autism, intellectual or developmental disabilities, and people in need of neurological rehabilitation.
Requirements
- High school diploma or equivalent.
- At least one year of experience in a corporate IT environment providing technical support in a networked environment.
- Experience troubleshooting Windows 11 and supporting mobile devices, including iPads, tablets, Chromebooks, and cell phones.
- Strong customer service and communication skills, excellent follow-through, and the ability to work effectively with employees and professionals across departments.
- Ability to troubleshoot hardware and software issues, install and configure software, resolve software conflicts, and install and support peripheral equipment.
- Ability to analyze and troubleshoot technical problems using available resources and research tools.
- Ability to interpret, analyze, and modify computer systems, methods, and procedures.
- Knowledge of computer hardware, software installation, configuration, and troubleshooting.
- Ability to diagnose and resolve hardware, software, connectivity, and peripheral equipment issues.
- Strong problem-solving skills and ability to prioritize and manage multiple support requests while maintaining a customer-focused approach.
Nice To Haves
- Currently holds or is actively pursuing a relevant industry certification, such as CompTIA A+, Network+, Security+, or a Microsoft Windows certification.
- Familiarity with basic computer networking, routers, and systems analysis.
Responsibilities
- Provide support, problem analysis, problem resolution, consultation, and training to systems users throughout the organization.
- Analyze and troubleshoot software and operating system applications, including Windows, Microsoft Office, Google Apps, Kronos UKG, Dell Security Suite, Harris CCP, Salesforce, CoCentrix, ServiceDesk, Global Search/Forms, OneLogin, Better Cloud, Kno2 faxing, and RingCentral.
- Troubleshoot hardware systems, including desktops, laptops, printers, iPads and tablets, cell phones, in-home network equipment, and VoIP phones.
- Perform routine hardware and software maintenance and help ensure systems are properly maintained and utilized.
- Install and maintain network communication devices, cables, computer hardware, and associated components to support efficient operation.
- Assist with systems planning and analysis, and recommend enhanced business solutions.
- Assist with the design, analysis, evaluation, testing, and implementation of solutions.
- Accurately document support requests received by phone, voicemail, ticketing system, or during field support, including the requester, problem, response time, resolution, and work completed.
- Enter, maintain, and follow up on support requests and work orders according to priority and severity.
- Maintain the request log and update requests in the departmental tracking system after resolution.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
